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- Tasks: Lead a dynamic support team and enhance the homeowner experience.
- Company: Join Checkatrade, the UK's top home improvement marketplace.
- Benefits: Enjoy competitive salary, bonuses, health support, and gym membership.
- Why this job: Make a real impact by improving customer experiences and processes.
- Qualifications: Experience in leading customer support teams and strong communication skills.
- Other info: Flexible office locations in Portsmouth or London with great career growth.
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
Join us as Homeowner Support Manager
Want to do work that really matters?
At Checkatrade, we\’re building the UK\’s go-to home improvement marketplace. Every day, we help millions of homeowners find the right tradesperson for the job, fast, fair, and without the faff.
As our next Homeowner Support Manager, you\’ll lead the team that keeps our homeowner experience running smoothly. From guiding Associate Managers and agents to improving the processes behind claims, complaints and questions, you\’ll help make sure every customer feels confident using Checkatrade.
This role can be based in either our Portsmouth or London office, whichever works best for you
Forget long lists, here\’s what you\’ll actually spend your time on:
- Leading a high-performing support team, developing Associate Managers and building a confident, capable leadership
- Owning the homeowner experience, making sure enquiries, claims and complaints are handled quickly, fairly and with care
- Spotting what\’s not working and fixing it, using data and insights to drive smarter, scalable improvements
- Setting clear standards, building SOPs, QA processes and consistent ways of working
- Collaborating across the business, from Product to Legal, to make sure support is ready for what\’s next
It\’s not about ticking every box. It\’s about turning up curious, ready to crack on. You\’ll do well here if you bring:
- Experience leading customer support teams, ideally in a contact centre or fast-paced ops environment
- A calm head with complaints and claims, especially when the stakes (or emotions) are high
- A knack for spotting issues early and turning insight into action that makes things better
- Confidence using data to drive decisions, track performance,and make the case for change
- A team-first mindset, with strong communication skills and a focus on helping people grow
We believe great work deserves great rewards. Here\’s just a taste:
- Competitive salary + annual bonus or commission (role dependent)
- Health, well-being and learning support
- Gym membership, Smart Tech Scheme and Cycle Scheme
- Birthday/Special day leave
- Buy & sell holiday scheme
- 1 week\’s paid charity leave and much more!
How we\’ll get to know each other:
- Screening call with one of our Talent Acquisition Partners
- 1st stage interview with our Operations Transformation Manager
- Final stage panel interview and case study with Senior Stakeholders
If you require any reasonable adjustments during our interview process, please discuss them with your Talent Acquisition Partner.
If this sounds like the place where you can do your best work, we\’d love to hear from you, even if you don\’t tick every box.
About usWe\’re Checkatrade – the UK\’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.
We\’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you\’ll fit right in.
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Homeowner Support Operations Manager employer: Checkatrade
Contact Detail:
Checkatrade Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Homeowner Support Operations Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research Checkatrade, understand their values, and think about how your experience aligns with the Homeowner Support Manager role. Practice common interview questions and be ready to showcase your leadership skills.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples of how you've handled complaints or improved processes in the past. This will demonstrate your ability to own the homeowner experience and drive improvements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Checkatrade team.
We think you need these skills to ace Homeowner Support Operations Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Homeowner Support Operations Manager role. Highlight your experience in leading customer support teams and any relevant achievements that showcase your ability to improve processes and enhance customer experiences.
Showcase Your Data Skills: Since this role involves using data to drive decisions, don’t forget to mention any experience you have with data analysis. Share examples of how you've used insights to make impactful changes in previous roles – we love a good success story!
Be Personable: We’re all about teamwork and communication here at Checkatrade. When writing your application, let your personality shine through! Use a friendly tone and show us how you can connect with both customers and colleagues alike.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Checkatrade
✨Know Your Stuff
Before the interview, dive deep into Checkatrade's mission and values. Understand how they support homeowners and tradespeople alike. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
Be ready to discuss your experience leading customer support teams. Prepare specific examples of how you've developed team members or improved processes in previous roles. Highlighting your calmness under pressure will resonate well with their focus on handling complaints and claims.
✨Data-Driven Decision Making
Since the role involves using data to drive improvements, come prepared with examples of how you've used data insights in past positions. Whether it’s tracking performance metrics or making a case for change, showing your analytical side will impress the interviewers.
✨Ask Thoughtful Questions
Prepare some insightful questions about the team dynamics, current challenges, or future projects at Checkatrade. This demonstrates your curiosity and eagerness to contribute to their mission, making you stand out as a candidate who is genuinely interested in the role.